Traveling Teams is the leading provider of hotel accommodations for youth and amateur sports teams across North America and some parts of Canada. For the last 25 years, we’ve specialized in simplifying team travel by building strong relationships with our hotel business partners and offering world-class customer service to youth sports travel organizations.
We’re passionate about what we do – and who we work with. Our environment is fast-paced, team-driven, and built around a shared love for sports, hospitality, and delivering excellent service.
Customer Resolutions Manager Summary:
The Resolutions Manager addresses escalated complaints via positive and creative problem-solving. They must focus on fostering customer satisfaction, maintaining strong business relationships, and adhering to all standard operating procedures. The Resolutions Manager is responsible for maintaining the company’s brand image and delivering top-tier service outcomes through multiple lenses of our business operations.
This entails providing solutions to complex issues that cannot be addressed by frontline customer service team members. They are expected to collaborate with internal and external stakeholders to facilitate timely resolutions. They work primarily on an independent basis but may be expected to collaborate with others internally. When every effort has been exhausted, the Resolutions Manager may escalate high-level concerns to the Executive Management team for assistance.
This is a great opportunity for someone with 1-5 years of hospitality industry experience via front office, reservations, event coordination, group sales, or assistant manager roles. If you are looking for a new way to apply your leadership and customer-service skills outside of the traditional hotel environment, this managerial position may be a great fit for you!
General Duties/Responsibilities:Complete ad-hoc reporting efforts promptly as assigned by the management team.Gather and analyze all relevant information to understand the root cause of complaints, address unresolved issues, and use advanced problem-solving skills to find timely and effective solutions.Communicate directly with external stakeholders via phone, email, and text during the resolution process to ensure customer satisfaction.Work cross-functionally with customer service team members and management to ensure accuracy and consistency in task completion.Identify recurring trends or systemic issues from customer complaints and work with management to suggest operational improvements.Accurately document all customer interactions, resolutions, and feedback, and provide detailed updates to leadership.Perform all daily duties as assigned by Supervisor(s).Required Skills/Abilities: Expert understanding of clerical and administrative procedures.Excellent written and verbal communication skills.Excellent active listening and interpersonal skills.Excellent attention to detail.WOW service mentality; Excellent understanding of customer service expectations.Excellent ability to solve problems as they arise and maintain confidentiality.Strong ability to manage a high-volume email inbox.Basic computer skills and the ability to adapt to new software.Education and Experience:High school diploma or equivalent required; Bachelor’s degree preferred. 1-3 years of prior hotel operations experience required; 4+ years transferrable experience preferred.Preferred education background: hospitality, business administration, communications, or sports management.Relevant job titles: Front Desk Lead, Front Desk Supervisor, Assistant Guest Service Manager, Front Office Manager, Group Services Coordinator, Room Block Coordinator, Events & Meetings Manager, Event Coordinator, etc. Read LessTraveling Teams is the leading provider of hotel accommodations for youth and amateur sports teams across North America and some parts of Canada. For the last 25 years, we’ve specialized in simplifying team travel by building strong relationships with our hotel business partners and offering world-class customer service to youth sports travel organizations.
We’re passionate about what we do – and who we work with. Our environment is fast-paced, team-driven, and built around a shared love for sports, hospitality, and delivering excellent service.
Hotel Reservations Specialist Summary:
We are hiring a Hotel Reservations Specialist to join our growing customer service team in Southfield, MI. This is a great opportunity for individuals with prior experience in customer service, call center, front desk, receptionist, and hospitality environments. The Customer Service Representative | Hotel Reservations Specialist position is responsible for facilitating the hotel room booking process as outlined by Traveling Teams Inc.’s standard operating procedures. The Customer Service Representative | Hotel Reservations Specialist position is responsible for maintaining the company’s brand image and delivering exceptional customer service. This position entails answering inbound customer calls and relaying hotel reservation details effectively and efficiently. The work is primarily independent, but may – at times – require internal team collaboration.
General Responsibilities & Duties:Answer incoming calls to assist with reservations, confirmations, room needs requests, and questions.Warmly greet a high volume of calls and perform reservation procedures.Explain hotel details, rates, services, amenities, and other information about the hotels as requested.Sell, process, enter, and confirm room reservations using Traveling Teams' selling techniques and strategies.Provide incoming callers with appropriate room assignments and types, while up-selling when appropriate.Navigate multiple internal systems to facilitate the reservation of hotel rooms on behalf of customers.Verify payment for stay, including incidental costs, by obtaining credit card information.Assist incoming callers with issues and complaints, with empathy and a focus on guest satisfaction.Perform all daily duties as assigned by Supervisor(s).Position Required Skills/Abilities: Basic understanding of clerical and administrative procedures.Excellent written and verbal communication skills.Active listening and interpersonal skills.WOW service mentality; willingness to go above and beyond for customers.Excellent attention to detail and accuracy in data entry.Ability to solve problems as they arise and maintain confidentiality.Basic computer skills and an ability to adapt to new software.Preferred Education and Experience:High school diploma or equivalent required; higher education preferred.1-2 years of related experience required; 3-5+ years of related experience preferred.Preferred industry experience includes, but is not limited to, customer service representative, call center agent, front desk agent, receptionist, booking specialist, travel agent, or similar front office position.Preferred educational background includes, but is not limited to, communications, business administration, hospitality and tourism management, and/or sports management.